ENTER
CFLPrograms           COMPLETE SERVICE MANAGEMENT           REFERRAL ADVANTAGE           ROADSIDE ADVANTAGE           VEHI...
COMPLETE SERVICE MANAGEMENT                                                REFERRAL                                SALES  ...
CSMBENEFITS                               INCREASE CUSTOMER                                          SATISFACTION INCREASE...
servicefollow-up reports                  Customer No:	 87800		          			Mobile No:	041-7830678                        ...
servicefollow-up reports  Total Number of Clients                     131          Q.1                                    ...
servicebooking reports                                      Total Number of records				390                                ...
servicebooking reports    COMPLETE SERVICE    REFERRAL    ROADSIDE       VEHICLE       E-AUTO ONLINE     MANAGEMENT       ...
REFERRAL ADVANTAGE                                                                 AT&T    12:34 PM  COMPLETE SERVICE    R...
BENEFITSto say thank you for dealing with us              to sell you more carsDriving referral sales                     ...
onlineprogram   COMPLETE SERVICE    REFERRAL    ROADSIDE       VEHICLE       E-AUTO ONLINE    MANAGEMENT        ADVANTAGE ...
ONLINEbenefits                      rewards one program offers 30,000 discounted offers                      from 7,000 me...
referralprogram Roi                    Dealership Name              Avg Packs Sent   Avg Ref Sent   Highest Ref Month Ref ...
social MEDIA                                                              in NEW CAR SPECIALS TEST DRIVE BOOKING     COMPL...
DEALERSHIP CASE STUDY:DANDENONG NISSAN                                  Dealership Case Study: Dandenong Nissan           ...
ROADSIDE ADVANTAGE       CONSTANT COVERAGE        24 hours a day, 7 days a week,        365 days a year coverage for all  ...
Roadside response                                           towing breakdown                                           gen...
VEHICLE PROTECTION PLANVPPbenefits                         To retain service customer                                 To i...
PERFORMANCE REPORT                               CLAIMS ACTIVITY REPORT                               FUND ALLOCATION REPO...
XYZ MOTORS                                                                                        FEBRUARY 2012           ...
E-AUTO ONLINE TRAINING what is e-auto?   COMPLETE SERVICE    REFERRAL    ROADSIDE       VEHICLE       E-AUTO ONLINE    MAN...
TRAINING MODULES                        rookie                        Senior sales                        management      ...
Keeping your Customers For Life.               What some of our clients have to say...
What some of our clients have to say...   We have had great success with our customers returning to our service department...
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CFL Product Guide

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MotorOne\'s Customers For Life division, offers a range of specialised programs to help dealerships in their relationships with customers. Key areas include Customised Loyalty & Retention Programs where dealer customers have unlimited use of on-line vouchers to over 7000 merchants around Australia.

In addition, Customers For Life operate an in-house call centre facility for vehicle manufacturer\'s to assist them with customer relationships and aftermarket sales opportunities. To read more, we invite you to visit the website

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Transcript of "CFL Product Guide"

  1. 1. ENTER
  2. 2. CFLPrograms COMPLETE SERVICE MANAGEMENT REFERRAL ADVANTAGE ROADSIDE ADVANTAGE VEHICLE PROTECTION PLAN E-AUTO ONLINE TRAINING
  3. 3. COMPLETE SERVICE MANAGEMENT REFERRAL SALES VEHICLE SOLD ADVANTAGE FOLLOW UP SERVICE (ON DELIVERY) (7 DAYS AFTER PURCHASE) DUE (AT 12 MONTHS) CUSTOMER LIFECYCLE SERVICE FOLLOW SERVICE SERVICE UP SERVICE BOOKING REMINDER (WITHIN 24-48 HOURS COMPLETED (if no booking is made 14-days (SENT AT 13 MONTHS) AFTER SERVICE) after service due date) by Telephone COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  4. 4. CSMBENEFITS INCREASE CUSTOMER SATISFACTION INCREASE DEALERSHIP REVENUE & CUSTOMER RETENTION ABILITY TO ADDRESS CUSTOMER ISSUES IMMEDIATELY UPON AN ISSUE OCCURING MONTHLY DETAILED REPORTING COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  5. 5. servicefollow-up reports Customer No: 87800 Mobile No: 041-7830678 Customer Name: Trevor MacKenzie Home No: 08-94576432 Vehicle Make: 3 RO Number: Z138461 Mazda Rego No: XVB235 Last RO Date: 07/02/2011 All Questions answered YES Comments: Feedback Provided: “The price for a service is a bit too expensive”. 873321 Customer No: Mobile No: 041-7834438 Neil Jolley Home No: 08-94572222 Customer Name: Vehicle Make: 2 RO Number: DSHSKS61 Mazda Rego No: XSSW35 Last RO Date: 07/02/2011 All Questions answered YES Comments: Feedback Provided: “They did not explain part of the invoice and i would have preferred if they called me and told me about them so i could have had the issues fixed at the time of service”. COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  6. 6. servicefollow-up reports Total Number of Clients 131 Q.1 Q.2 Unsuccessful contact after 3 attempts 0 Were all issues with your vehicle Are you completely satisfied with resolved at time of service? your overall service experience at Insufficient Contact Details 16 Australian Motors? Did not want to participate in survey 2 No 13 No 16 Request remove 5 Successfully Contacted 100 Yes 95 Yes 92 Q.3 Q.4 Did the service advisor explain the Would you recommend the invoice including all charges and all dealership to your family and friends? work carried out on the vehicle in detail? No 9 No 8 Yes 99 Yes 100 COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  7. 7. servicebooking reports Total Number of records 390 Un-Contactable Records 100 3 Attempts Unsuccessful 50 Insufficient Details 20 Wrong Number 20 Not Interested 5 Request Remove 5 Total Contactable Records 290 Returning Customers 91 Service Booking Report Already Serviced 20 (February 2012) Already Booked 32 Will contact dealer direct 27 Booked via MotorOne 12 Non-Returning Customers 199 Not Happy with Last Service 29 Too Expensive 23 Convenience/ Location 32 Not ready / Low Kms 44 Local Mechanic 27 Disposed Vehicle 32 Moved Interstate 12 Warranty Expired 0 Booking Campaign Revenue $3,600 Booked via MotorOne X average of $300 service price COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  8. 8. servicebooking reports COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  9. 9. REFERRAL ADVANTAGE AT&T 12:34 PM COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  10. 10. BENEFITSto say thank you for dealing with us to sell you more carsDriving referral sales contacting your customers and providing you feedbackencourage loyalty access to online benefitsto communicate with your customers via the mobile app COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  11. 11. onlineprogram COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  12. 12. ONLINEbenefits rewards one program offers 30,000 discounted offers from 7,000 merchants customer logs in via your dealership website GAIN ACCESS VIA THE MOBILE APP print out unlimited offers COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  13. 13. referralprogram Roi Dealership Name Avg Packs Sent Avg Ref Sent Highest Ref Month Ref Ratio City Mazda (SA) 100 15 22 15% Lander Toyota (NSW) 250 35 74 14% Grand Prix Mazda (NSW) 250 23 47 9% GWS Group (VIC) 390 31 47 8% Adrien Brien Automotive (SA) 150 21 32 14% COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  14. 14. social MEDIA in NEW CAR SPECIALS TEST DRIVE BOOKING COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  15. 15. DEALERSHIP CASE STUDY:DANDENONG NISSAN Dealership Case Study: Dandenong Nissan Return on investment. Dealership awareness. Less than $1 per connection made. Over 1 million ad impressions. Over 300 likes were generated in the first Less than $500 in Faceboook advertising achieved month of the Facebook ad campaign. more than 1,000,000 ad impressions Customer loyalty. Social Proof. Over 5000 post views. Over 30 recommendations. In the first two months, posts made by the More than 30 recommendations were dealership were viewed more than 5000 times. posted by happy customers. COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  16. 16. ROADSIDE ADVANTAGE CONSTANT COVERAGE 24 hours a day, 7 days a week, 365 days a year coverage for all emergency breakdowns. Card E CALL FOR ASSISTANC MEMBER NO: COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  17. 17. Roadside response towing breakdown general assistance car hire accommodation ambulance cover free towing (50km)COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  18. 18. VEHICLE PROTECTION PLANVPPbenefits To retain service customer To increase and create customer satisfaction To increase dealer gross profit Online integrated system Claim lodgement and tracking Daily Automated Service History Upload All claims are referred back to your Dealership COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  19. 19. PERFORMANCE REPORT CLAIMS ACTIVITY REPORT FUND ALLOCATION REPORT CONTRACTS DUE TO EXPIRE SERVICE DUE REPORT MONTHLY ACTIVITY REPORTCOMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  20. 20. XYZ MOTORS FEBRUARY 2012 Performance Report :: Vehicle Protection ProgramVehicle Protection Summary This Month Last Month Total- to-DateNumber of Contracts entered 25 26 349Number of Contracts Upsell 11 12 82Upsell Ratio % 44% 46% 23%Upsell Revenue Generated* $11,000 $12,000 $82,000Claims Summary This Month Last Month Total- to-DateTotal Number of Claims 5 4 48Total Claims Amount $3,268 $2,214 $20,208Claims Approved by MotorOne 2 2 34Claims Rejected by MotorOne 3 0 4Claims Overridden by Dealership 0 2 8Claims Rejected by Dealership 0 0 2Total Claims Approved 2 4 42Total Claims Rejected 3 0 6Number of Pending Claims 0 0 0Pending Claims Amount $0 $0 $0*Upsell Revenue generated is based on the average policy fee charged by the dealershipCOMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  21. 21. E-AUTO ONLINE TRAINING what is e-auto? COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  22. 22. TRAINING MODULES rookie Senior sales management service advisor service manager receptionist/ office administration COMPLETE SERVICE REFERRAL ROADSIDE VEHICLE E-AUTO ONLINE MANAGEMENT ADVANTAGE ADVANTAGE PROTECTION PLAN TRAINING
  23. 23. Keeping your Customers For Life. What some of our clients have to say...
  24. 24. What some of our clients have to say... We have had great success with our customers returning to our service department by using MotorOne warranties. The reward package has allowed us to say thank you to our customers and introduced a referral system that has resulted in many additional sales. Trevor Reading Managing Director Garry and Warren Smith Group has been a business partner with MotorOne for over six years across a number of products including the Rewards and Warranty Programs to name but a few. I believe that MotorOne has always consistently delivered innovative products and excellent service to our company over this time. It has been a pleasure to work with Andrew Avro developing the various MotorOne products to suit our company needs and requirements. I can personally attest that MotorOne has always delivered on their promises and has been most professional in their dealings with Garry and Warren Smith.At the Bayford Group , we believe MotorOne’s Rewards and Warranty Program is by far the very best Dale R. Smithavailable in the market today. Their efficiency, professionalism and exciting retail offers filters through to Dealer Principal www.gws.com.auour end users our customers are always more than satisfied with the product.Additionally, our warranty program has helped our customer retention bringing customers back into ourservice department year after year. Keep up the great work, MotorOne!Stuart McKenzieManager Dealing with ‘Customers for Life’ is a definite value added experience for our business. Over the past 5 years are relationship has evolved to a seamless arrangement where they handle all our customer incentives and electronic campaigning. Their ideas are fresh and uncomplicated and allow us to concentrate on our core business. The foundations that are created by using the Rewards Program coupled with their Roadside Assistance and marketing tactics gives us the professional edge with an investment return driven by our repeat customers. Customers for Life ...... that was all we were looking for.! Joe Camilleri Director
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